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Customer Support Resolution Expert

2 months ago


Hobart, Tasmania, Australia TPG Telecom Full time

Opportunity Overview

In this dynamic role, you will leverage your advanced negotiation and problem-solving abilities to manage cases and address intricate customer challenges referred by customer care representatives. A vital aspect of this position involves collaborating with various departments and business stakeholders while ensuring the customer remains informed until a mutually satisfactory resolution is achieved in accordance with TPG Telecom's Policy and Procedure guidelines.

Key Responsibilities

  • Utilize independent judgment and effective communication to provide satisfactory resolutions to escalated customer inquiries in line with company policies.
  • Deliver precise and quality information when addressing customer inquiries, including maintaining concise records of customer interactions.
  • Assume responsibility for keeping customers updated on the progress of resolution efforts within established timelines, ensuring follow-up if the resolution process extends beyond.
  • Employ relevant systems and support tools to deliver consistent customer solutions and experiences.
  • Identify customer requirements and advocate for appropriate products and services that align with those needs.
  • Collaborate effectively with other business areas and key stakeholders.
  • Escalate recurring complaints as necessary.
  • Meet individual performance targets in accordance with KPI expectations.
  • Demonstrate a commitment to personal development and continuous learning.
  • Exhibit resilience and the ability to thrive in a high-volume, fast-paced environment while maintaining a positive attitude towards ongoing change.

Knowledge and Experience Required

  • Preferred experience in contact centers and/or telecommunications.
  • Demonstrated attention to detail, exceptional communication skills, and a strong focus on customer resolution.
  • Ability to think creatively and provide innovative solutions that comply with company policies.
  • Strong relationship management skills with the capability to build rapport quickly.
  • Self-motivated individual capable of managing and prioritizing workload effectively.
  • Ability to engage multiple stakeholders to find resolutions for customers.
  • Proficient in Microsoft Office applications.
  • Excellent verbal and written communication skills.
  • Empathetic approach, able to accurately assess customer needs and deliver suitable information or resolutions that balance business and customer interests.
  • Ability to connect effectively with individuals from diverse backgrounds, maintaining awareness of personal impact on others.

Benefits and Perks

  • Flexible hybrid working arrangements (combination of remote and office work).
  • 'Stay Connected Mobile' – Complimentary mobile plan access.
  • 'Stay Connected NBN' – Complimentary NBN 100 plan access.
  • Access to LinkedIn Learning and Vodafone Learning platforms.
  • Corporate Partner Discounts available.